Service Desk Technician (Level 1)



Job Description:The Service Desk Technician Level 1’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Major Responsibilities: Provides initial support, triage tickets, phone, chat, and self-service portal. Resolution of simple to medium tickets. Completes Access requests, on / off boarding, access changes, application provisions, password reset, distribution list updates. Provide users “How to” training on basic to intermediate application functions. Escalate to second level support teams where necessary. Provide On – Call support Other duties as assigned by the Manager Education and Experience College/University diploma/degree in progress in related field Customer service experience preferred Interest in working with technology (independent work) Skills Fluent in spoken and written English Strong customer service and communication skills Excellent problem solving skills Technology Oriented Experience supporting Windows 10 desktop & laptops Experience supporting Apple Mac OS & IOS Experience with Microsoft Office and Office 365 General understanding of network devices; routers, switches and access points Strong documentation skills with desire to understand and follow process Ability to recognize and prioritize critical incidents in a fast-paced environment Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process. #zrCompany Description:Info-Tech Research Group is a fast growing IT research and advisory firm. Founded in 1997, Info-Tech produces unbiased and highly relevant IT research solutions. Since 2010 McLean & Company, a division of Info-Tech, has provided the same, unmatched expertise to HR professionals worldwide. We are a dynamic, fast-paced, entrepreneurially spirited company with a diverse family of talented people. Whether you are a graduate looking for your first career step or a seasoned subject matter expert looking for a new challenge, we want to hear from you. With offices in Canada and the US we are in an exciting period of growth and can offer a wealth of exciting career opportunities. Job ID: 25952885
Info-Tech Research Group

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